We want every Aunomay experience to feel clear, seamless, and thoughtfully supported. Below are answers to the questions we receive most often.

Orders

How do I know if my order was placed successfully?

Once your order is placed, you will receive an order confirmation email sent to the email address used at checkout. If you do not see it, please check your spam or promotions folder before contacting us.

Can I change or cancel my order after placing it?

We begin processing orders as quickly as possible, so changes or cancellations may only be possible for a limited time after purchase. If you need help, please contact us promptly at [email protected], and we will do our best to assist.

How long does order processing take?

Processing times may vary depending on the item and order volume. Once your order has been prepared and shipped, you will receive a shipping confirmation email with tracking details.

Why did I not receive my confirmation email?

Please first check your spam, junk, or promotions folder. If you still cannot find it, contact our support team and include the name and email address used for the order.

Can I place an order without creating an account?

Yes. In most cases, you may complete checkout as a guest. Creating an account can make it easier to review orders and manage your information in the future.

Where can I view my order details?

If you created an account, you may be able to view your order history through My Account. You can also refer to your order confirmation email for order details.

Shipping & Delivery

Where do you ship?

Shipping availability may vary based on destination and product. The most accurate shipping options available for your order will appear during checkout.

How much does shipping cost?

Shipping rates are calculated at checkout based on your destination, selected shipping method, and the items in your order.

How long does shipping take?

Delivery times vary depending on the shipping destination, selected shipping method, and carrier service. Once your order ships, tracking information will be provided so you can follow its progress.

How can I track my order?

When your order is shipped, you will receive a shipping confirmation email that includes tracking information. You may also be able to review tracking through your account, if available.

Do you ship internationally?

International shipping availability may vary by destination. If your country is eligible, shipping options will appear during checkout.

Are duties, taxes, or import fees included?

For international orders, duties, taxes, or import-related charges may apply depending on the destination country. These charges are generally determined by local customs authorities and are the responsibility of the customer unless otherwise stated at checkout.

What should I do if my package is delayed?

Carrier delays may occasionally occur, especially during peak periods or due to customs processing. Please review your tracking information first. If you believe there is an issue with your shipment, contact us at [email protected].

What if my package shows delivered, but I have not received it?

Please first check around your delivery location, with household members, building staff, or neighbors. If the package still cannot be located, contact the shipping carrier and then reach out to us so we can help review the situation.

Returns & Exchanges

What is your return policy?

Eligibility for returns depends on the item, its condition, and our current return policy. For full details, please review our Shipping & Returns page before submitting a request.

How do I start a return?

If your order qualifies for return, please contact [email protected] with your order number and request details. Our team will guide you through the next steps.

Do you offer exchanges?

Exchange availability depends on product eligibility and stock availability at the time of your request. If you need a different size or item, please contact us and we will advise the best available option.

What items are not eligible for return?

Certain items may not be eligible for return, including items that are worn, washed, damaged after delivery, final sale, or otherwise excluded under our return policy. Please refer to our Shipping & Returns page for details.

When will I receive my refund?

If a return is approved and processed, refunds are typically issued back to the original payment method. Timing may vary depending on your payment provider or financial institution.

What should I do if I received the wrong item?

Please contact us as soon as possible at [email protected] and include your order number plus clear photos of the item received. We will review the issue and assist accordingly.

What if my item arrives damaged?

If your order arrives damaged or defective, please contact us promptly with your order number and photos showing the issue. We will review the matter and work toward an appropriate resolution.

Products & Sizing

How do I choose the right size?

We recommend reviewing the size guide available on the product page before placing your order. If you are between sizes or need additional guidance, contact us and we will be happy to help.

What if I am between sizes?

Fit preference can vary by product and by how you like to wear your clothing. If you are between sizes, we recommend checking the size guide carefully and contacting us for more tailored guidance before ordering.

Will the product look exactly like the photos?

We make every effort to present our products as accurately as possible. However, slight variations may occur due to lighting, screen settings, fabric texture, or the nature of the production process.

Will sold-out items be restocked?

Some styles may return, while others may remain limited. Availability depends on the collection, demand, and production planning. For updates, we recommend subscribing to our newsletter or checking the product page again later.

Do you offer limited releases or preorder items?

Certain pieces may occasionally be offered as limited releases or preorder items. When applicable, this will be clearly noted on the product page.

How should I care for my garment?

Care instructions may vary by fabric and product type. Please refer to the care information provided on the product page or garment label to help preserve the quality and appearance of your piece.

Payments

What payment methods do you accept?

Available payment methods are displayed at checkout and may include major credit or debit cards as well as other secure payment options, depending on your location.

Is my payment information secure?

Yes. Payments are processed through secure third-party payment providers. Aunomay does not store full payment card numbers on its own servers.

Why was my payment declined?

A payment may be declined for a number of reasons, including issuer verification, billing mismatches, insufficient funds, or payment-provider security checks. If your payment fails, please try again or use a different payment method.

Can I use a different billing and shipping address?

In many cases, yes. However, orders may be subject to verification or review for security and fraud-prevention purposes.

Support

How can I contact Aunomay?

For order support or general inquiries, please contact us at [email protected].

How can I contact you about privacy-related requests?

For privacy-related questions or requests, please contact [email protected].

How quickly will I receive a response?

Response times may vary depending on order volume and inquiry complexity, but we aim to respond as promptly and thoughtfully as possible.

Closing Note

If you cannot find your answer here, our team is always happy to help. Please reach out to [email protected] and include any relevant order details so we can assist you more efficiently.